Smarter Week

How to automate it

How to automate “step in on customer or partner escalations”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

45 min
typically, once a week
25%
of the time can be automated
Some setup
to set up

Fix 1 of 2

Process fixBest fix

Set a clear escalation path so only the right cases reach you

When everyone escalates straight to the top, leaders become a help desk. A written path with a named first owner handles most cases earlier.

Typically saves about 30% of the time45 min to set up
  1. 1Name the first owner for customer and partner escalations (account lead, support lead).
  2. 2Write the criteria for when it goes to you: contract value, legal risk, press, safety.
  3. 3Ask for a short written summary and a recommended response with any escalation that reaches you.
  4. 4Share the path with sales, support and partners.

Tools: Shared doc or wiki · Your support or CRM tool

Fix 2 of 2

Software feature

Ask your workspace AI instead of searching folders

Microsoft Copilot (formerly Microsoft Copilot), Gemini in Google Workspace, Glean, Notion AI and Slack AI can answer questions from your company's own files, chats and email.

Typically saves about 50% of the time10 min to set up
  1. 1Check whether your company already pays for Copilot, Gemini in Google Workspace, Glean, Notion AI or Slack AI.
  2. 2Ask it the question in plain words, e.g. "What did we quote Acme for the Q3 renewal?"
  3. 3Open the source it cites to confirm.
  4. 4If you have none of these, ask IT. It is often cheaper than the hours lost.

Tools: Microsoft Copilot · Gemini in Google Workspace · Glean · Notion AI · Slack AI

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

CEO / FounderGeneral Manager / VP

HourLeak · the 8-minute work audit

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Other common tasks for CEOs / Founders